United’s Apology—You Need to Get It Right the First Time

Like many frequent United travelers, I received a note via email from United Airlines CEO Oscar Munoz on April 17. In my forthcoming book, Brand Under Fire, I describe the… Read More

United Airlines’ Twitter Turbulence

I always advise companies to make sure their communications have the right voice. That is, don’t sound like an overbearing, cold corporation if your goal is to project a warm,… Read More

Five Key Principles for Effective Crisis Management

Originally posted on SpinSucks November 8, 2016 From major product recalls, to a tsunami-triggered nuclear meltdown, to Penn State’s damaged reputation nightmare, we’ve reached a crisis management tipping point that is driven… Read More

A New, Big Problem for the Little Creamery in Brenham

Barely a year after the listeria outbreak at Blue Bell Creameries that caused three fatalities, the company is again dealing with product contamination. “Out of an abundance of caution, we… Read More